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Does Your Permitting System Look Like This?

“Kitsap County Lean Process –Single Family Residence” WSAC’s Professional Development Forum June 6, 2013 Larry Keeton, Community Development Director. Does Your Permitting System Look Like This?. Overview. The Need to Improve Permitting Processes Kitsap County’s Lean Effort Lessons Learned

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Does Your Permitting System Look Like This?

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  1. “Kitsap County Lean Process –Single Family Residence” WSAC’s Professional Development ForumJune 6, 2013Larry Keeton, Community Development Director

  2. Does Your Permitting System Look Like This?

  3. Overview • The Need to Improve Permitting Processes • Kitsap County’s Lean Effort • Lessons Learned • Questions

  4. Improved Regulatory Environment • Enhance • Simplify • Coordinate • Reduce Time

  5. “Regulatory Reform” • Is not about “reducing” critical regulatory standards • Is about “reducing” processing times

  6. Kitsap County Lean Effort • 2007-2012: • Spot/Silo improvements • Public criticism continued • 2012 – New Approach • Tackled the system not the silos • Commissioners championed new approach • Team consisted of customers/staff • Hired Impact Washington – conducted Kaizen event • Implemented corrective actions immediately

  7. Residential Review: Lots of Regulations • Building • Stormwater • Critical Areas • Road Approach • Zoning (Set Backs) • Addressing • Health (Sewer/Water) • Traffic (PW) • Right of Way

  8. Pre-Lean Metrics

  9. Enhance • Focused on the Client/Customer • Defined who it is • Application process and forms • The Lobby

  10. Customer Service Lobby Before Lean

  11. Customer ServiceLobby After Lean

  12. Simplify

  13. Kitsap Lean New Process

  14. Coordinate

  15. Visual Controls

  16. Reduce Wait Time: Kitsap Lean Results

  17. Building Mutual Trust: Customer Reaction • “Really? Are you kidding?” • I don’t have financing yet.” (Developer) • My guys aren’t ready to be mobilized.” • “I can put my guys to work?” • Thank you. My customers doubted it would be this quick.” • “You’re making us contractors look bad.” • “I’ll be there within the hour.” • “I really believe those people care.” • “Kitsap County is Open for Business.” (Developer)

  18. Benefits of Lean Process • Opportunity to build trust • Customers and staff teamed in the process • Eliminates waste • Time, money for holding costs • Increases staff capacity without hiring • Short permit review cycles • Attracts business • Puts local people to work • Increases tax coffers

  19. Lessons Learned • Leadership Commitment Critical • Resources • Consistent Message of Forward Movement • Customer/Client Not Always Right But… • Critical to Success • Results Oriented • Make or Break Program • Staff Engagement Critical • Identify Issues • Solve and Implement Solution • Don’t Take Incomplete Submittals or Resubmittals

  20. Closing Quotes “Our focus needs to be on getting a citizen into their dream home or business as quickly as possible.” HBA Past President “I am an architect who does projects in jurisdictions all around the Seattle area. Kitsap County is, by far, the best agency to work with!” Architect

  21. Questions? Sources • State Auditor’s Office – Local Government Performance Center • http://www.sao.wa.gov/EN/Audits/PerformanceAudit/PerformanceCenter/Pages/About.aspx • LEAN Enterprise Institute • www.lean.org • Ken Miller’s Books • We Don’t Make Widgets • Extreme Government Makeover

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